Boxer accepts payment but then doesn’t deliver because their debtors department doesn’t check the statements

I made a payment from FNB to FNB on the 30th of April. All FNB to FNB payments reflect immediately. The regional manager is saying the payment is not reflecting. I have a proof of payment which I sent them. I also have the funds reflecting as paid from My account. They are not checking properly. I have made plenty of payments over the past weeks. They always reflect same day. Now the new story is the Regional Manager is saying he only gets a spreadsheet so he is not actually even checking The bank statement.